Can I track the status of my order?

Yes. In “My Account” under “Orders” you can check the status of your order. If you are not registered on the website, click on the “Order Information” link in your confirmation email to track your order.

What is the process for home deliveries?

In home deliveries, we will send you a shipping confirmation email (when your order is leaving our warehouse), another with a tracking number (with a link to the carrier’s website) and finally the carrier will get in touch with you via text message or email to inform you of the order delivery.

EXCHANGES AND RETURNS

Do I have to pay anything for returns?

Returns are always free on castañer.com.

How can I return an item?

We will send a carrier to pick up your package within 24-48 hours (work days). You have to take the following steps in order to return merchandise correctly:

Mark the box next to the product you want to return.

Write in the reason code for the exchange or return.

Place this sheet inside the original box along with the product you are returning.

Stick the return label onto the outside of the box.

Call 902 88 88 20 to notify the carrier so they can come pick up the return.

Within a few days you will receive the reimbursement for the return in the same way you made the payment.The amount of time it takes for you to receive this reimbursement depends on your bank, not on castañer.com.

How long do I have to return goods?

The time limit for returns is one month after the shipping confirmation email. This will give you enough extra time in addition to your legal right to return an item within 14 days after the date you receive the shipment.

How will I receive my reimbursement?

Once the return has been approved, you will receive the reimbursement in the same way you paid for the order, or a voucher can be issued for the amount of the item.

When will I receive my reimbursement?

After the return has been approved (items must be returned following the requirements listed above), you will receive a confirmation email indicating the amount to be reimbursed within a few days.

What should I do if the amount of my reimbursement is incorrect?

Get in touch with our Customer Service and we will solve the problem as quickly as possible.

Can I exchange my items?

Yes, from home you can request an exchange if the reason for the exchange is the wrong size or color. However, when the price of the items is not the same, you must return the item and make a new online purchase.

How long do I have to exchange goods?

The time limit for exchanges is 30 working days from the purchase date.